Business Intelligence as best practice in supporting communities

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  • Presented publicly first at WritersUA conference in 2010.
  • Make BI part of your process. Quarterly reports to executives. If they’re not asking for it, it’s your job to enlighten them. After a couple of reports, they’ll be hooked (just as you will).Everyone should have visibility into the information, on demand, and preferably the ability to slice and dice. But often you’ll need Access Control Lists (ACLs).
  • 5 min
  • If you have Gmail, you could just use that account. Others can sign on with their Gmail credentials when you enable access (users can sign up by sending you their Gmail address).One account can track multiple web sites (profiles). Installing the tracking code: http://bit.ly/bxAyfj
  • GA stock dashboard. With just this, you can now make decisions based on real business knowledge instead of just your gut.
  • Piwik stock dashboard
  • Example metric showing raw community growth.
  • Example showing activity profile (volume and interaction types): Are more people commenting vs editing vs lurking? 90-9-1 rule may or may not hold - it’s just important that you know the nature of interactions so that you can support them and direct them toward your business goals.
  • Sample dashboard generated entirely with Excel, using SQL queries. Many wiki vendors document the SQL queries their reports use, so it’s pretty easy to get started. Many wiki platforms also provide SQL plugins and macros to generate reports on the fly directly in the wiki. Tip: Mind system performance b/c queries hit the db directly. Use caching where you can.How to: http://it.toolbox.com/wiki/index.php/Create_Dashboards_with_Excel
  • Click paths:How are people discovering information, what are their most common starting points, is the information organized to support logicaldiscovery progression.
  • Regency and usefulness:How soon are people coming back for more, i.e. how relevant and helpful is the information.
  • Are all the navigation aids needed? Are features being used?
  • Data Feed query example: “First n days of data in profile.” Tip: the first day tracking began is often useful but is not very visible – you can get to it here very quickly.
  • Or just use the stock configuration.
  • Business Intelligence as best practice in supporting communities

    1. 1. Report to the C group, immediately!<br /><ul><li>Adopting Business Intelligence as a best practice in supporting communities</li></li></ul><li>Why is business intelligence important?<br />Without it, you don’t know if you’re hitting business goals<br />You can’t grow your business or your career without being able to claim value<br />You can’t make good decisions based on data with no context<br />You can’t predict. (Change is inevitable, except from vending machines. )<br />2<br />
    2. 2. Who needs to know?<br />Executives<br />Site users<br />Administrators<br />
    3. 3. Considerations before you implement<br />Open, open-source, or commercial – make sure your data is portable<br />Ensure privacy<br />Make results available to constituents (behind-the-firewall systems require authentication)<br />Have the people and process to turn data into knowledge<br />4<br />
    4. 4. Where do I start?<br />
    5. 5. Get your BI on in 24 hours<br />Create a Google Analytics account with profile for each site.<br />Install provided tracking code to site header.<br />Wait 24 h…and, voilá.<br />
    6. 6. Example (Google Analytics)<br />
    7. 7. Example (Piwik)<br />
    8. 8. What areas should you focus on?<br />Adoption and growth<br />Usability and usefulness<br />Operational health<br />Community equity<br />9<br />
    9. 9. Adoption and growth<br />
    10. 10. Adoption and growth<br />What are the site and user profiles?<br />edit versus comment versus view<br />external versus internal<br />What are your goals?<br />conversion: commenting -> editing -> authoring<br />conversion: new visitors -> returning<br />content growth over time<br />ratio of warranted versus non-warranted content<br />Why are you getting new visitors?<br />interaction<br />event-driven spikes (product release, site improvement)<br />sales-driven spikes (evaluation, purchase)<br />PR-driven spikes (user conference, social media)<br />inbound and outbound systems<br />11<br />
    11. 11. Example (GA)<br />
    12. 12. Example (Confluence)<br />
    13. 13. Example (Excel)<br />
    14. 14. Usability and usefulness<br />
    15. 15. Usability and usefulness (content)<br />How are people discovering content?<br />click paths (entry, next, exit)<br />search<br />interface<br />Why are they not discovering content?<br />least viewed <br />search: irrelevant or no results<br />interface problems<br />How useful is the content?<br />ratings, votes, shares<br />most viewed or commented<br />types of content (FAQ, articles, attachments, media)<br />length and depth of visit<br />regency (how often are people coming back for more)<br />16<br />
    16. 16. Examples<br />
    17. 17. Examples<br />
    18. 18. Usability and usefulness (system)<br />What does the system need to support?<br />browsers and OS (IE adds cost to development cycle)<br />connection speeds<br />languages<br />Where is prime real estate?<br />screen resolutions<br />site overlay<br />What features are dead weight?<br />site overlay<br />19<br />
    19. 19. Example<br />
    20. 20. Operational health (oo, thrilling)<br />
    21. 21. Operational health<br />Uptime<br />time between reboots<br />performance<br />When’s the last time you upgraded?<br />core engine: once a year<br />plugins: regularly and when preparing for upgrade<br />other: disk space, JVM, processors<br />Are you violating SLAs and why?<br />Unplanned service disruptions (extended server downtime)<br />Planned service disruptions (maintenance, upgrade)<br />Access not granted within committed time<br />22<br />
    22. 22. Community equity<br />
    23. 23. Community equity<br />My contributions<br />total contributions<br />increase over time<br />by content type<br />Traction<br />inbound and outbound links<br />most viewed<br />most commented<br />rates and votes<br />shares and trackbacks (social media)<br />24<br />
    24. 24. Example<br />
    25. 25. Demonstration<br />
    26. 26. Seeing is believing<br />GA report samples with real data<br />GA Tracking API (for customized capture)<br />GA Data Export API (for creating mash-ups)<br />
    27. 27. Data exploration for mere mortals<br />
    28. 28. Customize tracking with API (optional)<br />
    29. 29. Resources<br />Get started with Google Analytics: http://www.google.com/support/googleanalytics/<br />Portals for the BI-curious: http://businessintelligencesoftware.blogspot.com/http://businessintelligence.ittoolbox.com/<br />Community equity: Commentary: http://bit.ly/ahA06B Demo of the Community Equity Project: http://bit.ly/bnD71k<br />
    30. 30. Questions and feedback:<br />lisa.dyer@gmail.com<br />http://twitter.com/lisajoydyer<br />31<br />

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